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Welcome to the Nuts About Southwest Blog - A User's Guide

admin
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Southwest's Cofounders got together in 1967 to discuss their idea for a new airline that would bring the Freedom to Fly to America, and when Rollin King finished sketching out the idea on a cocktail napkin, Herb Kelleher told him, "Rollin, you're crazy. Let's do it!" Much the same thing happened when we presented the idea for this blog to Southwest's Leaders. They thought we were crazy — but hey, we are nuts, and we're doing it! So, from deep in the heart of Texas, we say "Howdy" and welcome you to Southwest's homestead in the blogosphere. (By the way, in case you stumbled upon this site by accident and were looking for our regular web site, southwest.com, this link will take you there: www.southwest.com.)

Our goal with this blog is to give our readers the opportunity to take a look inside Southwest Airlines and to interact with us. This is as much your blog as it is ours. We have lined up a crew of bloggers representing a diverse cross-section of our Company. The most current postings will be found on the home page, and we have organized the archives by category. We want to build a personal relationship between our bloggers and you, and we need your participation. You are the "other half" of this blog, and our bloggers can't wait to communicate with you, so get busy posting.

This is the point where we insert the "fine print" and discuss the guidelines for posting. The Southwest Blog is starting out as a moderated site because we want to ensure that everyone stays on topic. We would LUV for you to post your thoughts, comments, suggestions, and questions, but when you post, make sure that they are of general interest to most readers. Of course, profanity, racial and ethnic slurs, and rude behavior like disparaging personal remarks won't be tolerated nor published. Even though our blog is moderated, we pledge to present opposing viewpoints, and we will strive to keep it interesting, diverse, and multi-sided. Our bloggers want to engage in a conversation with you, but not every post will receive a response from us. However, we encourage you to respond to our bloggers and to the posts of other individuals. We also ask that you be patient with our bloggers for a response. Some of our bloggers are Flight Crew Members, so they may delay a response for a few days while they are "on the road." (Actually, we should probably say that they are "in the air.")

One final disclaimer — the Southwest Blog is not the forum to address personal Customer Service issues. All of us have "day jobs," and we simply don't have the resources through this blog to resolve individual concerns. Even though this is not the forum, Southwest is eager to resolve your concerns. Our Customer Relations/Rapid Rewards folks want to assist you, and you can contact them by mail at Southwest Airlines, Customer Relations/Rapid Rewards, P.O. Box 36647, Dallas, Texas 75235-6647; by phone at (214) 792-4223; or by fax at (214) 792-5099. For reservations, please visit southwest.com or call our Reservations Center at 1-800-I-FLY-SWA (1-800-435-9792).

26 Comments
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[...] But let’s look at the Southwest Airlines blog userÃ
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[...] Check out the blog user guide and how it addresses customer service concerns. The blog has what few others have… entries from all areas of its workforce: captains, flight attendants, managers, and even a mechanic! [...]
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[...] Southwest s Cofounders got together in 1967 to discuss their idea for a new airline that would bring the Freedom to Fly to America, and when Rollin King finished sketching out the idea on a cocktail continue [...]
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[...] Edit: Apparently the non-standard spelling of love as LUV is some sort of trademark language abuse commonly used by Southwest. It’s in their user’s guide too. Note that I don’t have beef with t3h l33t haxX0r l4n9ua3 as such. It’s the fact that it’s in an official company web log which intends to commemorate a major natural disaster. Am I being a snob here? [...]
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[...] Southwest Airlines Blog Welcome to the Nuts About Southwest Blog Southwest s Cofounders got together in 1967 to discuss their idea for a new airline that would bring the Freedom to Fly to America, and when Rollin King finished sketching out the idea on a cocktail [...]
Anonymous3020
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I am very concerned about the new boarding. I have not tried the new system yet, but have heard negative comments about boarding in Nashville, ( my home base). I am concerned about boarding with my daughter. My husband or myself, one of us must sit with her, but I am concerned about this happening? No assigned seats, and no pre-boarding of people with young children, (yes, I think 7 is young.) What if the flight is full, and I have a c boarding pass? What if I cannot sit with my daughter, because there are no seats available? I have also found out if you purchase the lowest priced ticket, you cannot get a boarding pass that you print at home. You have to wait till you reach the airport, and you are guaranteed a c boarding pass. This is a real problem, especially if you have young children, and making me consider going with another airline.
Chip1
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something needs to be done about the couples not being able to sit together on your plane due to your loading procedures.i feel bad for the elderly
Lindsey1
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The fact that it is becoming increasingly difficult to book tickets using rewards passes is ridiculous. One of the best things about Southwest has been the generous rewards policy; I have often booked a flight on your airline even if it has been a more expensive option because of the great rewards program - it inspired a lot of loyalty. Now however, it seems that every time I try to book a flight using a standard awards pass, they are unavailable - even months in advance. The option to use twice as many of your earned standard awards for a "Freedom Award" is just insulting. This is a terrible change in policy and TONS of the people I've spoken to are furious. I hope that you will reconsider going back to the old (GREAT) awards system.
Anonymous99
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You can still "pre-board" after the A group boards and if you really want to board first you can get on early and get an A pass even if there isn't traditional pre-boarding. This just keeps people from taking advantage of it to board a very large group of people and/or as a crutch to not to bother with their ticket until the last possible second and still get on first. It's really actually a lot calmer and more relaxed now in Nashville now because you can sit until the boarding time and not have to stand holding your luggage in an uncomfortable fashion for an extended period of time. I think you'll find yourself pleasantly suprised at how much more normal(like the other airlines) it now and as long as you get your boarding pass at a reasonable time you will get a good seat and wont have to worry about being in the C group.
Val1
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We have been flying Southwest for two years now and can honestly say that we have NEVER had a bad experience. The flight crew is always very accomodating and sometimes down right comical. We especially liked the jetway decorations when we traveled on Halloween. The relaxed atmosphere makes for a very pleasant flying experience. I love to fly but , my husband would rather have his feet on the ground. So the periodic updates from the captain and the friendly nature of the flight crew makes the entire trip enjoyable for him too. In an ever changing world where customer service had fallen by the wayside Southwest has not forgotten who is really important. Thank you for mastering the art of customer service! LUV Southwest!
Anonymous1984
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Why is everybody Nuts about Southwest? Southwest IS NOT a discount carrier. (Unless you are flying between DFW and SAT or IAH) Check it out. Next time you search for a ticket, search Southwest, then search Travelocity, Orbitz, etc., and you'll find that 80% of the time another major airline beats Southwest fares! Don't believe me? Try it. Southwest has become the Wal-Mart of the airline industry. Because you can't see their fares side by side with other airline fares, people go to Southwest.com and see what they think is a good fare and buy it...because it's Southwest, it must be the best fare, right? Wrong! You can save hundreds of dollars just by simply taking the time to search not only Southwest, but also Orbitz, Travelocity, etc. Southwest is a great airline, if you want to fight for a seat and don't mind paying more for that seat than on other major airlines. It's just a marketing gimmick...don't forget to add about $50 in taxes and fees to the "one-way" fare Southwest advertises! Whenever I fly, which is very often, I check the Southwest.com fare and compare it to the fares of the other airlines in Travelocity, Orbitz, etc., and most of the time Southwest is NOT THE CHEAPEST!
g_
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I've been flying Southwest since 1974 when the flight staff would wear hot pants in the colors of hot pink and bright orange. I am a loyal customer and always look for flights on SOUTHWEST before flying another airlines. I always fly out of Burbank, CA and wanted to add that your employee at the airport bar named Arthor is such a delight. I always stop by to say hello to him as well as see his smiling face. Keep up the great work SOUTHWEST.
davidb49
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Hi from Australia. I have been trying to log onto to southwest.com, without success, for several days. Is there a problem?
Anonymous1995
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I haven't been able to get to the Southwest website for a couple of days, is something wrong with it? I keep getting the error "The page cannot be displayed", "The page you are looking for is currently unavailable." Is anyone else having this problem?
blusk
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Are you talking about southwest.com? Any particular page there? I have been off and on of it all morning with no problems. Brian
patricia-m-hist
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We recently flew Southwest for the 1st time - what a great exxperience. The airline personell were funny and really made the flight more pleasurable. In the future - if we have a choice - we will always choose Southwest. The "frills" are just not worth the extra money and the airline personell definately made the flight more enjoyable.
Dan36
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Recently flew on Southwest for the 1st time. I had flown in the past, but my girlfriend and her son had not (read here: extremely nervous). Even though we arrived at Dulles late (due to road construction, imagine that), our luggage showed up in Vegas the same time we did. The pilot showed my girlfriend the cockpit, and the steward and stewardesses were able seat the three of us together, even though we were the last to board. During the flight, they came aroundmany times to make sure we were comfortable and warned us of any upcoming turbulence. Many thanks to Emory at the boarding gate, and Anthony, Pam, and Joanne on the plane for making our 1st trip with Southwest a positively GREAT experience! Our return trip was also trouble-free. Keep up the good work!
Steve_Hill
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I LUV Southwest and want to see you to continue to dominate as you expand your services. In addition, I think you can do a better job of educating non-Southwest flyers of all the benefits they are missing. (I often am touting these to other flyers!) Simple and wonderful features like: - No Change Fee! - Reusable fares (no loss of money) - Flexible flights, especially with new Business Class Fares - Great, Friendly Service - No Gauge Rates with last-minute purchase - Timeliness of flights (I hardly ever experience a delay) Well, the list could go on and on. I appreciate your service and your people. Southwest is the best! Let me know what I can do to help you grow - a loyal fan. - Steve Hill Raleigh, NC
Teddy
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I love southwest airlines...and I know that will be bigger and bigger...congratulations on your customer support.... You can see how a big fan I am...if you visit my facebook... teddyze@gmail.com
Jen
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Safety? Security? This week my husband and I got C seating and were separated by about 20 rows. Somewhat annoying, but more seriously, what if there were an accident or a crash? I know that Southwest has only had minor incidents, but if a larger incident ever happened, the knowledge of what seats passengers were assigned to would be extremely helpful. I can picture the scenario now: "Rows 1-10 came out alive, sir, but we don't know where your wife was seated because she flew Southwest." Also, if there were a need for an emergency landing, can you imagine what a plane full of separated family members would be like? And what the heck about security? Doesn't it seem particularly wise in a post 9/11 world to know exactly who is assigned to which seat? Granted, of course these examples are all huge what-ifs and I am operating in an alarmist mode, but I still think they are valid points.
blusk
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Hi folks, thanks for posting your comments, but in all honesty, this is a portion of the blog that isn't checked very often. Almost all of your comments fit existing posts that are in our blog archives. Nevertheless, Jen, I am sorry the two of you weren't able to sit together, but even with assisgned seating, there are no guarantees that parties won't be split. In fact it is probably more common for that to happen because so many single travelers reserve aisles and windows in advance, leaving only center seats. And again with assigned seating, many folks move seats once olnboard. There is no guarantee that someone remains in the seat to which he or she was assigned.
poe_allan
New Arrival

southwest made my mom miss her flight

jlilly3
New Arrival

I am writing you concerning FIVE subesquent negative experiences with Southwest Airlines (SWA), consecutively.  First, I flew Southwest in December.  I arrived two hours early and there were no SWA employees in the RNO airport.  The Gate Check associate informed me that I could carry on my bag and check two others.  Inside, a submanic supervisor informed me, with excessive agression, that I could either pay a $70 fee to gate check my bag or skip my flight.  SWA apologized, but upheld the decision.  To my now;edge, there was no further action.  On my next flight, I paid upgrade fees for "early bird" check-in.  I was in line between parties with no upgraded service on both flights.  Southwest refunded the fee "as a one-time courtesy".  My wife's next flight was "cancelled", despite the flight of the same number leaving the same airport (RDU) at the same time.  Southwest offered a $200 credit and found a later flight "automatically".  My wife's following flight, her baggage was lost.  We have still not recovered her clothing and she needs her dress clothes for work.  I contacted customer service today and they, like the gate agents encountered at each point, claim that we can only interact with a corporate affairs department during business hours, and absolutely no one else has been able to help us.  With the frank abuse we have experienced from SWA as late, I am not surprised that they are killing passengers with their negligence, and I question whether that negligence isn't something more dire than simple negligence.  For passengers, Delta and Alaska offer superior services.  For SWA, this corporation seems to have reached a critical market force to stop care, is unsafe, and should be thoroughly investigated.

Lindsey Employee Rank
Employee

Hi @jlilly3,

 

I'm truly sorry to learn that you have not had good experiences flying Southwest. We'd love to take the time to have a conversation and address your concerns. The Southwest Community is a blog and Customer-to-Customer discussion forum, so we are not able to work through individual Customer Service issues here, but you can reach our Customer Relations Department at 1-855-234-4654.

 

peterparker7500
New Arrival

thanks for providing that greate article for travelling with southwest airlines. I enjoy my experience with Southwest airline.

americanairline
New Arrival

Hey Thanks for sharing this is very informative article. We are also provide American Airlines customer service. American Airlines is one of the major Airlines is United state. Its daily flight is approx 5400. for any service related information, you can dial on American Airlines Phone Number.